• Job Description

  Req#: JR252058
  Employer Industry: Education Technology
  
  Why consider this job opportunity:
  - Salary up to $78,647
  - Flexible remote work options to support work/life balance
  - Comprehensive Retirement Package with 8-10% annual company contribution based on tenure
  - Tuition assistance and substantial discounts through the Gift of Knowledge Program for employees and their families
  - Generous Paid Time Off including holidays, vacation, personal days, and additional community engagement days
  - Commitment to a supportive and rewarding work environment that fosters employee growth
  
  What to Expect (Job Responsibilities):
  - Determine contact center operational strategies through needs assessments, performance reviews, and capacity planning
  - Prepare reports and analyze contact center data to enhance processes and maximize customer satisfaction
  - Handle call escalations and assist staff in resolving issues
  - Monitor employee performance and implement action plans for improvement
  - Formulate strategies for agent engagement and retention to enhance workforce morale
  
  What is Required (Qualifications):
  - Bachelor's Degree
  - Minimum of 3 years of experience in a relevant field
  - Proven ability to lead and motivate a team
  - Strong analytical skills for data-driven decision-making
  - Excellent communication and interpersonal skills
  
  How to Stand Out (Preferred Qualifications):
  - Experience in contact center operations management
  - Familiarity with continuous improvement methodologies
  - Knowledge of customer satisfaction metrics and performance standards
  - Background in employee development and training programs
  
  #EducationTechnology #RemoteWork #CustomerSupport #CareerGrowth #DiversityAndInclusion
  
  We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.
  We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.

• About the company

  Kaplan, Inc. is an American for-profit corporation that provides educational services to colleges and universities and corporations and businesses, including higher education programs, professional training and certifications, test preparation and stud...

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